This research examines the complex relationship between components of images of destinations and behavioral intentions, incorporating two pivotal constructs that have not been explored in the related literature, namely holistic image and personal normative beliefs (PNBs). Previous studies incorporating destination images as predictors of intention to revisit have mostly investigated their direct effect. This research integrates holistic image as a mediator and PNBs as a moderating variable. The findings verify the mediating role of holistic image for predicting tourists’ intentions to revisit a destination, supporting a model that incorporates a partial effect and two indirect mediations. Interestingly, only affective and conative images contribute to the prediction of tourists’ intentions to revisit a destination through the holistic image towards this destination. Moreover, PNBs moderate the effect that conative destination images have on tourists’ holistic images. Practically, the research sheds light to factors that affect tourists' tendency to select a tourism destination, which can serve as a basis for tailoring the effective positioning of destinations.

Purpose – Despite the fact that hotels rely heavily upon frontline employees, extant evidence on what makes a hotel attractive in the eyes of job applicants is scarce. Thus, this study incorporates the Big Five (BF) personality traits model to identify what potential hotel job applicants are likely to seek in their prospective employers. Design/methodology/approach – Applicants for non-managerial, frontline posts at upscale hotels were approached via 3 branches of a career agency located in England, UK; their responses were gathered via a self-administered questionnaire. The 522 usable responses were utilized in a covariance-based, multi-group structural equation modeling scheme to investigate three main research propositions with regards to the applicants’ personality traits’ influence on their perceptions of a hotel’s attractiveness as a potential employer. Findings - Analysis of responses indicates significant differences regarding the impact of extraversion, conscientiousness and openness on perceived facets of employer attractiveness. Additionally, findings suggest that high self-esteem does make applicants more demanding while work experience also influences their preferences regarding the hotels’ profiles as an employer. Research limitations/implications - The results of this study are limited to applicants for non-managerial, frontline job positions in upscale hotels in the UK. Practical implications - Practically, this study offers practitioners valuable feedback regarding the potential applicant’s personality profile that grants the best fit with a hotel. Originality/value–While different studies tried to identify the organizations’ attributes that attract potential applicants, evidence on what attracts individuals to a hotel is very limited. Hence, the present study tries to address this gap and link potential applicants’ personality profiles with that of hotels as employers.

Purpose: The paper discusses the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high involvement service settings, based on the premise that any initiatives towards quality enhancement in service encounters is advisable only when employees and customers evaluate quality utilizing common perceptual structures. Design/methodology/approach: The study utilizes invariance analysis. The survey involved 165 bank branches and 1522 respondents (463 front-line employees and 1059 customers) and operationalized the same set of questions for both groups of participants. Multisample Confirmatory Factor Analysis tested a series of measurement models. Findings: Results revealed equivalence for tangibles, responsiveness, and assurance but also mismatches between customers and front-line employees perceptions of reliability and empathy. Practical implications: Findings add to current knowledge of how both groups of participants evaluate quality in service encounters and are discussed with reference to managerial consequences for perception-based quality mismatches. Originality/value: So far only a few studies have simultaneously examined front-line employees’ and customers’ perceptions of service quality in service encounters. Unlike previous research designs, this study addresses the critical aspect of potential mismatches in how customers and employees perceive service quality, and presents a methodological procedure to detect them.

Limited evidence suggests that the incorporation of both image components (cognitive, affective, and conative) and holistic image is meaningful for predicting tourists' revisit intentions. Extending this line of research, the present study aims to unravel the relative influence that each component of image has directly and indirectly, via holistic image, on revisit intentions. In doing so, we incorporate two national samples (British and Russians) of diverse tourist profile and significantly different levels of visitation frequency to investigate place attachment as a moderator. Evidence from 1362 British and 1164 Russian tourists indicated that all image components have a positive indirect effect on revisit intention via holistic image, while conative has also a direct one. As expected, the image components rank differently for British and Russian tourists. The indirect effects of destination images on revisit intention, except conative, are conditional and, interestingly, most of these are stronger for tourists with low PA.

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